69% of customers expect connected experiences (Salesforce, 2019). The importance of customer experience and understanding the customer journey have become so critical to business success in an increasingly customer-centric, digital world.
But how do you strike a balance between driving insight at scale and an individual, personalised approach across all touchpoints?
Thanks to automation, it’s easier to achieve the complete view of the customer lifecycle. And in this era of the customer, personalisation as well as real-time engagement, can inspire loyalty.
Discover how the Consumer Duty has impacted financial services after the first year, with updates from insurance, banking and consumer credit.
Learn how CX and security teams can collaborate to protect customer privacy while delivering personalised experiences.
Discover key insights from Forrester’s latest customer journey orchestration report, including essential features and tips for selecting the right platform.